FAQ

Frequently asked questions

1. Registration / Sign-up

a) How do I open an account?

A ParkU user account is completely free of charge and comes without any obligation. You can create an account on the website (www.parku.com) or in the iOS / Android apps. You can access your account both through the website and apps. To register for the first time: please click on “Login / Sign up” and enter your name, email address and a password. You have now registered with ParkU and can book or offer parking spaces via your account. Alternatively, you can use the Facebook login.

b) How do I download the app?

You can download the free iOS app from the App Store. System requirements: iOS 8.0 and higher. You can download the free Android app from the Google Play Store. System requirements: Android 4.1 and higher. The Bluetooth function is not available until Android 4.3. To cover the full range of functions, the app needs access to the smartphone’s camera (for the QR code scanner to open barriers) and Bluetooth module (for enabling an internet-independent connection when opening barriers in garages).

2. I forgot my Password. What do I have to do?

Please click on the button “did you forget your password?” on the log in page. You then have to confirm that you would like to reset your password and receive an email. In case you don’t receive an email, please also check your spam folder.

3. I can’t log into my account. What do I do?

Please verify that you are using the correct email address and password. If you would like to reset your password, please follow the instructions for resetting your password above. If you still cannot log into your account, please send an email to service@parku.com and we will be happy to assist you.

4. How do you handle customer data?

Customer data is handled confidentially and in line with data protection regulations (privacy policy). The anonymised vehicle registrations are passed electronically to the parking space owners (for street parking this relates to the local authorities) to allow the owners / parking authorities to verify that the parking fee was paid.

6. How can I reach ParkU?

Should you have questions, suggestions or a problem, please do not hesitate to contact our customer support that will take care of your enquiry as soon as possible. Our service team is available from Monday to Friday from 9:00 am to 6:00 pm (for urgent matters also outside business hours) via contact form, by e-mail at service@parku.com and by phone on:

7. Do I need a smartphone and the ParkU app to park? Is an internet connection required?

The reservable parking spaces, you can book on our (mobile) website as well as in the mobile apps.

Street parking is only available in the mobile apps.

Whenever you are on the move we recommend using the ParkU app. You can also use the app to navigate to your reserved parking space and to access all the important information about your booking / parking space on demand.

Please note: ParkU’s parking space offer also contains parking spaces located behind electronic barriers which you can only open, using the ParkU app with a functioning internet / mobile data connection. Please read the parking space description carefully to find out whether the selected parking space is gated and if you will need the app on site.

8. Which payment methods are available and when will my payment method be charged?

There are several payment options available. For our offer to reserve parking spaces, you can pay by credit card (Visa, MasterCard and American Express) or PayPal – our payment providers Stripe, Wirecard, Braintree and PayPal have many years of experience with secure online transactions. In the Netherlands, we also offer iDEAL as a payment method.

Moreover, you can combine your selected payment method with ParkU credits, i. e. you can use your ParkU credits during each payment process to pay the total fee or only part of it.

In case you have a ParkU coupon, you can redeem it at the checkout. The coupon value will be credited to you in the form of an immediate discount on the parking fee.

Paying for street parking (public parking on the street) is currently only possible via credit card (Visa, Mastercard, American Express).

All payments are processed through our professional payment service providers and payment details are not processed or stored by our own systems.

9. Is VAT included in the prices?

Yes, whenever VAT is applicable, this is already included in our prices.

10. How does ParkU make money?

ParkU receives a commission for “reserve parking” transactions from the parking space owner. For street parking, we don’t receive a commission from the cities for whom we collect the parking fee. Therefore, we charge the user a service fee.

11. Why do I have to pay a service fee for street parking and reserve parking is free?

See question number 10.

12. How do I change my registered license plate on ParkU?

In your ParkU account under “my profile” you can add and remove vehicles, as well as remove license plate numbers. When you reserve a parking space or pay for street parking through ParkU, you can select which of your registered license plates this transaction is for.

If you already have a valid booking and would like to change your license plate, please email service(at)parku.com.

13. Do I have to pay to change my license plate or vehicle?

No, this service is free of charge. See point 13 on how to do this.

14. Where can I find my active and previous booking information?

If you log into your ParkU account on the website or in the apps you can find these under Menu ->Bookings.

15. Will I receive an invoice?

Yes. For every booking of the service “reserve parking spaces”, you receive your invoice three days after the parking period ends. For street parking, you will receive your invoice a few minutes after you finished parking and pressed “stop” in the app.

The following answers to user questions (No. 16–39) refer to the regular, reservable parking space offer of ParkU. For airport and cruise port parking spaces (see question No. 39) as well as for parking spaces with the information only function, any regulations are defined by the information provided.

16. How do I search for a “reserve parking” space?

Open our website or app and type the street name or city and select a date and time. You can also filter parking spaces by type, properties and rates when tapping on the filter symbol. ParkU will display all available parking spaces matching your search criteria. In the list view of the app you can also search for your locations by zooming in and out on the touchscreen of your smartphone.

17. What do the icons in the parking space descriptions mean?

Barrier: The parking space is located behind a barrier or gate. Here you need the ParkU app.

Accessible: The parking space is accessible for people with handicaps / disabilities. Should you have specific needs, please contact us.

Covered: The parking space is located under a roof, e.g. in an underground parking garage, under a carport or the like.

On length: The parking space is suitable for cars that are larger than most commercial compact cars. Should you have specific needs, please contact us.

Courtyard: The parking space is located off-street in the courtyard of a hotel, a private house or similar.

Long-term: The hourglass symbol indicates that long-term bookings are possible (usually up to 6 months).

Key necessary: A key is required to access the parking space. Once you have successfully booked the parking space, we will send you the contact details of the owner, enabling you to make an appointment for the key handover (this is a regular procedure at some long-term parking locations).

Charging station: The parking space has a charging station for electric vehicles; additional costs may be incurred.

18. Do I have to book my parking space in advance?

You can book parking spaces spontaneously with your smartphone or – depending on the respective parking space offer – up to 6 months in advance.

19. What is the minimum stay?

The minimum parking duration to book is 30 minutes. If your booking is about to expire you can extend it in 15-minute steps, assuming the parking space is still available. The maximum duration can change per location and per selected date and time.

20. How much is the rental fee for a parking space?

The rental fee for a parking space is set independently by the parking space owner. To see the price for your requested parking duration, please click on a displayed parking space.

Our system always automatically displays the most beneficial pricing. For example, in case of a booking duration less than one month, the monthly fee will be shown and charged if this is cheaper than the sum of daily + weekly fees for the requested parking duration.

21. Is it more beneficial to book a parking space for several hours / days / weeks / months?

Many ParkU parking spaces are bound to specific price rates that, with an increasing parking duration, lead to price advantages. Most parking space descriptions contain information about hourly, daily, weekly and monthly rates. Otherwise just extend your desired booking period accordingly to see the hourly, daily, weekly and monthly price.

22. How do I book a parking space? When does the rental contract come into effect?

Once you have selected the parking space you would like to reserve, click on the “Book” button and enter your personal information or log in with an existing account. Choose your preferred payment method and, after reading and accepting our terms & conditions and cancellation policy, click the “Book now” button. You will receive an email with the booking confirmation (check spam folder). The valid booking including the booking code is also shown in your ParkU account under “My bookings”.

23. Will I receive a booking confirmation?

As soon as you have completed the booking process, a confirmation page appears and we will send you a booking confirmation by email. Furthermore, you can always check your bookings in your ParkU user account under “my bookings”.

24. How will the parking space owner be informed about my booking?

We will inform every parking space owner by email about a booking made or extended by a ParkU user. This notification e-mail contains all the important booking details, such as your license plate number and the reservation period.

25. What do I have to do to start and end my booking?

Since you define the start and end time when making a reservation, these dates are stored in the ParkU system and your booking will start and end accordingly. Therefore, you usually do not need to do anything.

An exception may apply to airport parking spaces (here you often need to communicate your flight data to the parking space owner in advance) and for parking spaces with a key for which you need to arrange a handover appointment in advance.

26. I have booked a gated parking space. How do I open the barrier or the gate?

In the parking space description, you find instructions what to do on site to open a barrier (e.g. collecting a key from a front desk, activating a switch or similar). In most cases, we apply our so-called SESAM technology for electronically gated parking spaces. This technology allows you to open a barrier or a gate with your smartphone during the booking period. To initiate the opening process, ParkU SESAM connects your smartphone with the barrier system through a QR code scan; please take the following steps:

Open the ParkU app: Open the ParkU app and log into your account.

Spot QR code sticker: Go to the booking page of your reserve parking space (>“Bookings”). Please read the parking space description carefully. It tells you where exactly the QR code sticker can be found at your location. Usually it is affixed to the barrier system itself, e. g. on the ticket counter.

Open the QR code scanner: Should the QR code scanner not open up automatically within your app, tap on the barrier opening control button on the booking page of your reserve parking space booking.

Scan the QR code: Point the scanner / the smartphone camera at the QR code sticker. Bad lighting conditions may require you to use the flashlight function.

Await validation: As soon as the code was recognized, the ParkU server checks if your booking is active to identify you as an authorized user.

Pass the barrier: If you have an active booking at the time of scanning the QR code, the barrier or gate will open. Now you can access your parking space and – where applicable – leave it the same way.

In case the barrier does not open:

Check your internet connection: Please check if you have sufficient internet / mobile data reception and, if applicable, try again. In underground parking garages, we generally highly recommend activatingBluetooth. This enables ParkU SESAM to connect the barrier system with your smartphone without requiring internet reception. Furthermore, it can be helpful to activate the flight mode of your smartphone and to deactivate it again after 10 seconds, forcing a restart of your smartphone’s internet connection.

Check your booking: Please check if your booking is already or still valid. If it is not valid yet, please wait until your booking starts. If your booking has already expired, make another booking / extend your expired booking.

If the barrier-opening is still not working after having taken these measures, please contact our customer service immediately:

In urgent cases like that our service team is also available outside of business hours and will take care of this problem promptly.

27. Can I access and leave my parking space multiple times during the course of a booking?

Whenever you book a parking space via ParkU, it is exclusively reserved for you during the entire booking period. Thus, you can access and leave it during the booking period as often as you like. This also applies to gated parking spaces. Here you can – where applicable – open the barrier or the gate with the ParkU app multiple times during the entire booking period without having to draw any ticket.

28. Can I shorten or extend the reservation period for a parking space after the booking has already started?

You can extend your reservation, provided that your booked parking space is still available, by clicking on “extend”.

In case the extension of the booking via the app is not possible, the parking space is not available and we kindly ask you to vacate the parking space and make a booking at a nearby ParkU parking.

Shortening your booking period once the booking has already started is not possible.

29. What should I do in case I want to use my parking space with another car than the one I specified during the booking process?

In your “Profile”, you can change your license plate number or add another vehicle to use for the booking you would like to make. In case your license plate number changes and you have already made a booking (that has not started yet), simply cancel the respective booking for free and rebook the parking space selecting the changed license plate number or the new vehicle. Alternatively, please contact customer support before the booking starts and we will inform the parking space owner about the changes.

30. Can I transfer my booking to another individual?

No, ParkU bookings are generally not transferrable because they are linked to a car registration. However, bookings can be cancelled if needed or the license plate can be changed (see question no. 33).

31. What should I do in case I cannot remove my car before the lease expires?

Please try to extend the reservation in your ParkU account or in the app (see Question No. 28). Should the parking space be no longer available, it has to be cleared on time – otherwise a fine could be imposed or the vehicle could be towed away.

32. Can I reserve several parking spaces at once?

As soon as you have completed the booking process, you can book another parking space. In case you would like to reserve more than one parking space at the very same location and time, please record a new car / license plate number in your ParkU account for each additional booking you would like to make.

33. Can I cancel a booking and, if so, on what terms?

Cancellations are possible until one minute (website) or one second (app) before the booking begins. For detailed information, please refer to our cancellation policy (see Terms & Conditions).

34. When do I get the booking fee refund in case of a cancellation?

If you cancel a booking before it starts, the fee will be refunded automatically in the form of credits to your ParkU account if you paid through Paypal or iDEAL, allowing you to use it immediately for another booking. If you wish the refund to be transferred to your original payment method, please contact us. If you paid by credit card, the amount should be automatically refunded to your credit card when you cancel a booking.

35. What should I do in case my reserved parking space is occupied?

Please inform us immediately by using the “report blocking vehicle” function in the app.

In case you use the ParkU app, please use the “Report Blocking Vehicle” function on the bottom of the booking page of your reserved parking space (side menu item “Bookings”). Our team will contact the parking space owner and try its very best to solve the problem at short notice or to provide you with parking alternatives. Your current booking will be cancelled by us and you can make a new booking for an alternative parking space. We will of course refund the paid fee for the occupied parking space.

36. What if I am not happy with the quality of my parking space?

We check the parking spaces advertised on our platform regularly. If you have a complaint about a parking space owner please contact us.

37. Can I contact a parking space owner directly?

It is not possible to contact the owner of a parking space directly. If you have a complaint about a parking space owner please contact us.

The exception is when you book a parking space where you need to contact the owner for an appointment to receive the key. For these parking spaces ParkU sends an email with the contact details of the owner directly after the booking has been made.

38. Is my car insured through ParkU while using ParkU parking spaces?

No, an insurance cover for your car (e.g. on vehicle damage or loss) is not included when reserving a ParkU parking space.

39. Are there special regulations for airport and port parking spaces?

The majority of airport parking spaces and any cruise port parking spaces brokered by ParkU are offered with the customer support of our partner Holiday Extras. As usual, you find these parking spaces via the ParkU website and apps but special regulations partially apply as outlined below.

Search process: Simply type in where, when and how long you want to park. ParkU shows all available parking spaces as blue drops on the map. Click or tap on a drop to get more information about a certain parking space. The detail view tells you whether it is a parking space featured by Holiday Extras or not.

Booking & payment: If you want to reserve a ParkU parking space provided by Holiday Extras just click on “Book” or “Book now for EUR –,–“. An extra window will then open up, allowing you to enter additional data about your flight or cruise trip (e. g. departure time, number of passengers, etc.). After you have provided all the data required and accepted the Terms & Conditions of Holiday Extras, you will be forwarded to the ParkU checkout where you can pay the parking fee as usual.

Booking confirmation: You receive a booking confirmation from ParkU immediately after the booking. Depending on the respective instructions (given in the parking space description), the confirmation may need to be shown on site in printed or digital form (e.g. on your smartphone in the Menu under Bookings).

Billing: You will receive an invoice from Holiday Extras.

Booking prolongation: As against to the regular ParkU offer it is currently not possible to prolong a booking after it has already started.

Customer support: If you have questions about or problems with the booking of a ParkU parking space provided by Holiday Extras, please contact the Holiday Extras customer service team, available from Mon–Sat from 8:30 am – 8:00 pm on +49 (0) 89 67 80 59-180 or at info@holidayextras.de.

The following answers (40-56) to owners’ questions refer to the reservable parking space offer of ParkU.

40. What kind of parking spaces can I offer?

You can offer any type of private parking spaces, as long as you are entitled to renting them out. You can also offer parking spaces located behind electronic barriers since these can be opened via our ParkU opening technology. However, installations are costly and usually only worthwhile in attractive locations and where several parking spaces are available.

41. Can I offer more than one parking space?

Yes, you can offer an unlimited number of parking spaces.

42. What information do I need to provide to offer parking spaces?

The more details you provide about your parking space, the better car drivers can evaluate its suitability. Mandatory information is the exact address of your parking space, a photo, its availability and the rental fee.

43. How do I mark particular parking spaces to show which ones are reserved for ParkU, e.g. in a large car park?

A ParkU sign can be provided upon request to mark your parking space. In case the parking space is already labelled with a number or a license plate you can also indicate that in the parking space description on the ParkU platform. A photo of your parking space will help car drivers find it.

44. How much is the rental fee I will receive for a parking space?

You can set your own rental fee for a parking space according to its location.

You can choose to set hourly, daily or weekly rates. Our system will always display the most beneficial rate to the customer. For example, in the case of a booking duration less than one month, the monthly fee will be displayed and charged if this is cheaper than the sum of daily + weekly fees for the requested parking duration.

45. What costs will be deducted from the rental income?

We deduct only our commission that has been agreed with you in advance. For specific enquiries, please contact us.

46. Which pay out options are available?

We will pay out your share of the rental income by bank transfer to the bank account registered in your ParkU account.

47. When will I receive my share of the rental income?

You will receive your share of the rental income at the beginning of each month for all bookings completed in the previous month (see T&C). Please make sure you have entered your correct bank account information in your ParkU account.

48. How much monthly income can I expect to receive as a parking space owner?

Your potential income depends strongly on the availability and location of your parking space as well as the parking fee you set. By frequently renting out your parking space to short-term parkers you could earn twice or triple as much as your own lease costs.

49. What is the invoicing procedure?

We invoice every renter of your parking space in your name and on your behalf. We will send you the corresponding invoice copy for your records via email. At the beginning of each month you receive a monthly ParkU statement comprising all a summary of all bookings in the previous month and the invoice for ParkU’s commission. Please note: You have to tax all your ParkU revenues in accordance to your country’s (tax) laws (see ParkU’s Terms & Conditions). Please ensure you provide us with your VAT ID if you are liable to charging VAT.

50. How will I be informed about a booking?

We will inform you by email about a booking made or extended by a ParkU user. Furthermore, there is an overview of all bookings in your user account.

51. What happens if a ParkU user cancels their booking?

Cancellations by ParkU users are possible until one minute (website) or one second (app) before the booking begins. In case of a cancellation you will receive a cancellation notification via email; you are not entitled to claim compensation.

52. What information about a parking space user is accessible to me?

All bookings of users can be seen in your account. To verify a user, you can compare the license plate number available in the booking notification email with the license plate number of the parked car.

53. Can I contact a parking space user directly?

Making direct contact with a parking space user is only possible by meeting on site. Should you have a complaint about a parking space user please contact us.

54. Can I use my parking space for myself at any time?

If you want to use your parking space for yourself, you can simply block it for a temporary period (see Question No. 56). If you need help, please do not hesitate to contact us. If you generally do not want to rent it out anymore, you can terminate your cooperation with ParkU with two weeks’ notice to the end of the month by writing an email to service@parku.com.

Please be aware that ParkU users may already have booked your parking space. In case there are already active bookings of your parking space, please inform us immediately.

55. What to do in case I unexpectedly need my parking space for myself?

Please log into your ParkU account and try to adjust the availability of your parking space or block it by booking it for yourself. In the latter case the reservation is free of charge, as long as you are logged into your account through the website. If you need help, please do not hesitate to contact us.

In case there already are active bookings of your parking space, please inform us immediately.

56. What happens if a ParkU user still occupies my parking space after the expiry of their booking?

The following Questions & Answers (Nr. 57-76) apply to our Street Parking / payment for public parking in Germany and Austria only.

57. What is street parking with ParkU?

ParkU street parking allows you to purchase electronic parking tickets, which you would ordinarily buy from a ticket machine for parking on the public street.

58. How does street parking, short term parking on the roadside, work with ParkU?

ParkU street parking works through a mobile app that is available for Android and iOS smartphones. Your smartphone recognises your location via GPS and the applicable local parking tariffs. The app shows you the maximum duration you can park for and reminds you via a free in app push notification (see point 69) before your parking time expires.

You do not have to choose in advance how long you want to stay, but rather you click on “start” when you park your car and click “stop” to finish the process. The maximum parking duration depends on local restrictions and varies between different parking zones. The city of Vienna is an exception, where the parking duration needs to be selected in advance.

59. Why would I use this service and not just get a ticket at a ticket machine on the street?

With street parking you save time because you don’t have to go to the parking machine anymore but simply press start in your app to activate a booking. The payment goes digitally so there is no more need for cash or small change at the machine.

Moreover, you save money because you only pay for the amount of time you have actually parked plus the ParkU service fee. You avoid parking fines if you park your longer than originally planned.

In Vienna, you can extend your virtual parking ticket wherever you are and do not need to go back to your car.

60. Where is street parking available through the ParkU app?

The offer is available in the following cities in Germany and Austria:

61. How much does the street parking service cost?

The parking fees vary according to the local parking fees as determined by the councils / cities. In addition to that, there is a service charge of €0.29 fixed fee plus 1.4% on the total transaction value. The minimum total fee charged is €0.50. You will see the final price charged when you end your booking.

Before you start parking, the app shows you the local parking fees in your selected zone.

When you commence parking, we will block a charge of €10 on your credit card, which will be released as soon as you finalise payment after you have finished parking.

62. How can I pay for my virtual parking ticket on ParkU?

You can pay for your virtual parking ticket with ParkU using your credit card (Visa, MasterCard or American Express). We use Stripe as a payment service provider. They are experienced in safe online transactions. We are working on making other payment methods available for street parking, so that you will soon be able to use other payment methods, too.

63. How do the traffic wardens know that I have paid for my ticket through an app?

The traffic wardens have an electronic control system that allows them to check if you have paid for your parking ticket electronically by checking for your car registration plate on their system. That is why it is important that you place your smart parking badge / vignette clearly visible behind your windscreen (see question 65). By using ParkU, a virtual parking ticket will be purchased for your chosen vehicle registration number.

64. Am I obliged to display a badge / vignette to show I am using ParkU street parking?

Yes, in most cities (Vienna is an exception where none is needed), you are required to have a badge / vignette to show that you have paid for your parking through an app:

You can download your badge / vignette for free here. Please print it out and place it clearly visible behind the windscreen.

Alternatively, you can order a sticky badge / vignette that you can stick on your windscreen for a contribution of €1.49. Please order your sticky badge / vignette by writing an email to service@parku.com.

Please note: Should you already have a “Smart Parking/mobil-parken” (eg. Easypark, Handyparken, Park and More, ParkNow, Trafficpass, Yellowbrick, Travipay) badge, this is sufficient and you do not need an additional ParkU badge.

65. Where do I need to place the badge / vignette?

Please ensure you place your badge / vignette visibly behind the windscreen, so that traffic wardens can see it and recognise that you have paid for your parking electronically.

66. How long is the parking badge / vignette valid for?

The badge / vignette does not have an expiry date, it merely serves as a label to notify traffic wardens of your electronic payment for your parking.

67. What can I do if I receive a ticket despite having paid through the app?

Please check your booking details whether the time and date of your booking match the parking ticket details. Please also check whether you have registered the correct license plate number and whether the vehicle was parked at a legitimate public parking space.

Please note: If the electronic activation of the parking fails due to incorrect inputs (eg. location or vehicle registration) by the user, and thus leads to no or an invalid booking, ParkU cannot take any responsibility for this.

68. Why do I not receive any notification that the maximum parking duration has been reached?

The notifications are sent as local push notifications 10 minutes before you reach the maximum parking duration and when you have reached the maximum via the app, and as such require your app to run in the background. If you wish to receive notifications, please keep the app running in the background.

Please check that you have allowed notifications from the ParkU app in your phone:

69. Does the app show the remaining allowed parking duration?

Yes, the app shows the remaining allowed parking duration.

In some parking zones, you are allowed to park throughout the night free of charge and this does not count towards your maximum parking duration, hence your parking duration is paused overnight and resumes the following morning when the chargeable period recommences.

You start parking on Tuesday at 06:00pm, the app shows a remaining allowed parking duration of 900 minutes. This is equivalent to 15 hours, until 9:00am on Wednesday morning. You are using up 30 minutes of your total allowed parking duration on Tuesday evening (06:00pm – 06:30pm) and 60 minutes on Wednesday morning (08:00am-09:00am).

There are 810 minutes free of charge from 06:30pm to 08:00am, not counting towards your total allowed parking duration.

70. Do I need to keep the app running for my street parking to be activated?

No, you can close the app and the virtual parking meter will continue to run. However, if you wish to receive local push notifications, you should keep the app running in the background (see question 69).

71. What happens if I start a parking process but forget to stop it via the app?

In this case, your parking transaction will continue to run until you reach the maximum allowed parking duration, which varies in the different parking zones. In Vienna, you need to select the end time before you start parking, so your parking duration will run until your pre-selected end time.

You can always open the app and check if you have any active parking transactions.

The app shows you the maximum duration you are allowed to park and reminds you via a free in-app push notification (see question 69) before your parking time expires.

72. What happens if I accidentally press start?

Should you accidentally have started a parking process in the app, you can cancel it free of charge within the first three minutes. If your accidental parking duration lasts more than three minutes, we unfortunately have to charge you for that time period.

73. Can I start and stop my street parking via a phone call / SMS?

No, please use the start stop function in the mobile application.

74. Can I get a discount if I frequently use ParkU?

Currently we don’t have a heavy user subscription model. We are working on this.

75. I have a residents’ permit, can I still use ParkU?

If you have a residents’ permit, there is probably no need to use ParkU in the area and the timeframe where the permit is applicable.

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